Smart Reviews

3.6

61% would recommend to a friend

(172 total reviews)
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Andrew Evans

71% approve of CEO

54% positive business outlook

Smart has an employee rating of 3.6 out of 5 stars, based on 172 company reviews on Glassdoor which indicates that most employees have a good working experience there. The Smart employee rating is in line with the average (within 1 standard deviation) for employers within the Information Technology industry (3.7 stars).

Reviews by job title

172 reviews
1.0
28 Jan 2020

Has become Toxic

Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Great Benefits, flexible working and generous package.

Cons

I have been at Smart for a while and it's saddening to see that a company that had such a great culture and so much potential has become a bedrock of intimidation, bullying and harassment. I believe the founders have a great vision and are unaware that middle management and senior directors are running amok and have created a toxic culture. I have witnessed colleagues being bullied and harassed; i've witnessed managers speaking rudely and unprofessionally to subordinates. The company has experienced well deserved fast growth which though positive has left many managers abusing the power they had when the company was much smaller. Managers abuse power and treat staff like they are dispensable. Not a week goes by without someone sharing their bad experiences with me yet no one has the confidence to report these things because it feels like your word against these managers and directors who are treated like superstars won't hold. The HR team is great but this has gone beyond reporting bad managers. It's time to come down hard on unprofessional behaviour, train managers, create accountability and pay attention to staff. Most people who have been here longer than a year are desperate to leave and the shame is Smart pension had great potential and who knows it may still have but for now I wouldn't recommend it to anyone

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Smart Response
6y
Hi! As ever, I want to start by saying thank you. Whenever we get feedback from one of our team (whether past or present), it is important that we recognise the fact people have taken the time to write reviews and give us feedback, that will only ever help us grow and get better. Whenever we receive a review, it is important we acknowledge it and take it seriously. Whether positive or negative feedback, the team at Smart will always work hard to make it a great place to work and I will be sharing your review with our management team to ensure that everyone has the opportunity to read it. At Smart, we have a number of ways that people can give us feedback. As I have mentioned in previous Town Halls here, we have an open culture and people can talk to any of the HR team or indeed anyone from the management team (including our MD and CEO) if they feel there are situations that need to be addressed. We will always listen to what our teams have to say and I know that people at Smart will never be ignored and will be fully supported if ever they need help addressing any situation. Our growth has indeed been amazing and well deserved over the past couple of years and whilst there will always be challenges, we are looking forward to a great 2020 with lots more exciting projects on the horizon. I will finish by saying this as it is relevant for people who work with us now and for people who are thinking about joining Smart. If there is a problem, please come and speak with us. The management team here at Smart (and I include myself as part of that team) absolutely respect and value our people and culture and if there is ever an issue, we would 100% want the opportunity to put it right. Martin Head of Talent
1.0
17 Nov 2021

Not a great place to work

Anonymous employee
Recommend
CEO approval
Business outlook

Pros

Decent pay compared to the market, in absolute terms. Strong attempts are made during recruitment to be fair, remove biases and be non-discriminatory. Strong mental health support (employee assistance programme, mental health coaching and apps), which is good because if you didn't need it before you got there... you'll need it after you join...

Cons

This company will likely always excel and succeed because it will do that at any cost. It literally has it in its principles (number 8), which to me read like Machiavellian machinations of a middle-schooler. But at what cost? Your psychological safety, mental health, identity and personal principles. Your pay doesn't compensate for the toll this job will take on you. Terrible pay when you take into account the poor benefits and damage to your mental health. One of the worst retirement benefits (the contributions they give you) in the industry, which is appalling given they claim to specialise in retirement savings and ironically, their mission is "transforming retirement, savings and financial wellbeing - around the world". Diversity and Inclusion (D&I) is only a ruse. A D&I group was formed shortly after the Black Lives Matter protests in 2020 (not a coincidence). One year after its formation, the group's only visible achievement was a presentation at a Town Hall on what D&I is. They also said they would launch a calendar of cultural appreciation... like the kind you get in grade school... I guess that solves all D&I challenges? Anyway, five months since and said calendar is no where to be seen. Since the group’s formation, the following key celebrations have been completely ignored across the firm: two National Hispanic Heritage Months, two UK Black History Months, one US Black History Month and multiple Pride Months, amongst others. All of these intersectionalities are represented in the workforce, especially in the the growing US business. There is hardly any diversity at senior levels, especially the Executive level. Yes, the CEO has part Asian heritage. That still leaves 95% of the Executive Team white. Only two are women. Is this why nearly all of the employees to have left over the year have been women, people of color/BAME or LGBTQIA+? Most noteworthy is that 5 of the female colleagues who left were members of the infamous D&I group (3 of whom are women of color/BAME). While we're on the subject of leavers... the average tenures of colleagues who have left over the past year has fallen significantly. There are colleagues leaving with less than a year's service, some even after a few months. There is a strong culture of suppression. D&I group meetings are frequently cancelled (without being rescheduled), at very short notice. Does that demonstrate the firm's commitment to the cause? Meetings are usually cancelled because the Executive Sponsors cannot attend and other group members are not allowed to continue without their presence. The meetings are also clinically controlled, including what can and cannot be discussed. It often feels like the Executive Sponsors view all group members and guests in contempt. Not that it matters, as nothing gets done or resolved anyway. Apparently, a group of proactive colleagues put together celebratory and educational materials for Pride 2021 in June, but it never saw the light of day. There are plenty of reviews here about how race concerns and other topics are prohibited from colleague discussions, so I won't go into that. All I can say is I experienced that and worse. To me, there seems to be no psychological safety here. Bullying feels rampant and strangely rewarded. You only need to look at the responses to negative Glassdoor reviews. That's just public-facing evidence... I've experienced more internally. Also, a lot of the negative reviews and harsh responses from the company are mysteriously disappearing. If you want to vet this company thoroughly, subscribe to reviews so you can see them as they arise, before they disappear. It's not unusual to hear chatter about firing people at a whim, spoken by those with the power to act upon it. It feels like bullies are allowed to roam free without consequence. One of the most infamous and senior bullies proudly joked to colleagues about how he was reprimanded, so was now trying to be visibly polite/civil to others. Attempts to escalate or flag bullying tend to be met with contempt or by blaming the victim. I spoke about my experience to a member of the Executive who gaslight-ed me into thinking it was all in my head and put the onus on me to resolve it. Presenteeism appears to be lauded and rewarded. Anyone who came into the office when it was open over 2020 and 2021 was openly applauded. It feels like they are desperately trying to get people back into the office. The company successfully doubled in size during the pandemic and outgrew its current London office. Despite trends of companies re-evaluating location and space needs, during the height of the pandemic, they instead decide to lease a 6 storey building in central London that has more seats than physical employees across the globe.

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Smart Response
4y
Hi! First off, thanks for the feedback, although lots to digest and try to respond to. In terms of our principles, yes, we have 8 of them and they are all designed to help both our colleagues and the business and if anyone wants to read them, you can find them here https://www.smart.co/who-we-are/principles We are proud of our principles and have them rightly displayed for anyone to read on our website, we don't hide them. We compensate people well (including our pension contributions) and even use salary sacrifice to help people save a little more. Our contirbutions are 66% above the legal minimum. We also have numerous other benefits, which (again, if you would like to see them) are listed on all our job adverts here https://apply.workable.com/smart-pension-1/ The D&I issue is one I have answered many times before and so for anyone wanting to, you can scroll through previous comments, or, if you prefer, go to our Great Place to Work award page, which is here https://www.greatplacetowork.co.uk/workplace/item/3169/Smart+Pension as that will allow you to openly see our survey results for 2021. Our survey for 2022 has just been released. We had a reponse rate of 87% across the business and our top 3 scores were Justice at 92%, which is promoting an inclusive enviroment and avoiding discrimination, Hsopitality at 89% which is making the environment friendly and welcoming and Camaraderie at 89%, which is about Smart developing an enviroment that gives a strong sense of community. In terms of reviews "disappearing" you would need to speak to Glassdoor themselves, because as a business, we cannot remove reviews. We have policies and procedures to ensure that our colleagues feel safe and fairly treated at work and if we were to receive any complaints of bullying or harassment, we would always deal with them in the swiftest possible manner. As you rightly mentioned above, we have put a lot of effort into supporting colleagues with their mental health and physical wellbeing and part of that is to give a full Employee Assistance Programme to all team members. In terms of fire-able offense jokes creating an undercurrent of job insecurity, again, please see our Great Place to Work page as you will find that isn't true and in terms of leavers, I am sorry to say that is yet again, a point that simply isn't true. Finally, a word of advice. Calling out an individual's heritage in a public post is not helpful. I understand that your time at Smart has not measured up to your own expectations, but calling out an individual's heritage is not respectful and I would hope, that in future, you will remember this.
3.0
17 Jun 2021
Recommend
CEO approval
Business outlook

Pros

I’ve been working here for some time and thought I’d leave a few words of feedback. The company creates a friendly atmosphere. I feel that I have support and in case of any problems I wouldn’t hesitate to contact anyone even outside of my team. The application is large and requires a lot of thinking before introducing any changes, but at the same time it is carried out in accordance with accepted patterns and everyone tries to stick to it. The company is growing strongly, which is visible in the statistics e.g. the number of employees. Private healthcare and training budget but this is standard now. Overall a nice place to work when it comes to people.

Cons

I have a problem with promoting the company to my colleagues because everyone rejects it due to the lack of a fully remote option. Nowadays it’s a standard all over the world, even banks that, like us, are closely related to finances, are switching to full remote work, closing or keeping offices (for those who want to work from them). I have the impression that Smart here, with its stubbornness, deprives itself of the possibility of employing more specialists and, what is worse, loses very valuable employees. For me and my colleagues it’s irrational and I can see the growing discouragement towards the company because of that. If Smart adopted a fully remote work for everyone who wants to work like this, me and many other employees would stay here for at least a few more years. It would literally become the best company we’ve worked for. In the opposite situation, it is difficult not to consider other employers when they don't care about the place but the results of the work.

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Smart Response
4y
Thank you so much for taking the time to leave a review; as you know, we really value feedback as we use it to help us make Smart an even better place to work. We’re so glad that you feel that Smart is a friendly and supportive place to work, as that’s exactly the culture we want. We like to think that the culture was formed because we make sure to hire great people who do great work (and that includes you). We know that working from home is a hot topic right now for all businesses and we also know that the question has been raised and answered several times over the past few months at Town Halls. But, with no definitive end date to the working from home advice given by the government and with our new offices not due to be ready until later in the year, there really is nothing more for us to add at this stage. For some time before the pandemic hit, we were already allowing people to work from home two days per week, as well as being flexible on our start and finish times and of course, all of our meeting rooms were set up to be able to handle remote calls and meetings, so we were already in a good place. Right at the very start of lockdown, we made a commitment to follow the government advice and we continue to do that. That advice is still to work from home where possible and that is exactly what we are doing and we will not be changing that until we are advised. Since starting working from home in March last year, the business has grown exponentially with Series C funding, two international implementations, 40 internal promotions and over 250 people have joined us, so from a business point of view, it has been a very successful period for Smart and we hope to continue our success moving forward. We try to be clear and concise with all our communications at all times (we put a lot of effort into this) and we use multiple channels to help us do this, but, if you do feel there is something we have missed, please do reach out directly to our Internal Comms Manager, Lucy, and I know she will happily answer any direct questions around certain comms that you feel we may have missed or could have done better with. You mentioned your career path, and that’s something we can work with you on as we prefer to promote internally rather than looking externally. We’ll look at how we promote these paths internally so that you and other colleagues can see clearly what needs to be done. Thanks again for the feedback.
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Glassdoor has 194 Smart reviews submitted anonymously by Smart employees. Read employee reviews and ratings on Glassdoor to decide if Smart is right for you.